Terms and Conditions | Subscription to the ARXI Continuity Plan Services

Note: Updated on 23 September 2023.

In here you can check the portuguese version of the Terms of Service and General Conditions:

👉https://www.arxi.pt/termos-e-condicoes-contratos-de-plano-de-continuidade-arxi-pt

By signing the functional support contract for Odoo Enterprise instances, provided by ARXILEAD, Lda., a limited liability company with the unique registration and corporate identification number 513 942 220, hereinafter referred to as Arxi, the client agrees to be bound by the terms and conditions presented throughout this page.

1. Terms and conditions - Arxi continuity plan

1.1. The terms and conditions presented in this document are valid for clients under Arxi management.

1.2. Any type of service continuity plan in effect assumes by default the billing of all requests and the respective time of the team allocated to them. Any exceptions will be at the discretion of ARXI for the respective decision and handling.

1.3. These terms are intended for functional support, clarification of questions related to the basic behavior of Odoo, assessment of new needs, and correction of any constraints arising from the daily use of the platform.

2. Types of service continuity plans of TechCore

2.1. You can choose between two types of service continuity plans:

2.1.1. Prepaid continuity plan;
2.1.2. Monthly subscription plan;

2.2. The prepaid continuity plan has the following characteristics:

It works by purchasing a prepaid hour plan that will be consumed according to the time used by the team to provide support and resolve the request;
Every month, a consumption report related to the requests made during that period is sent;
Ticket opening is valid via email, calls, or WhatsApp;
Only previously designated individuals can open tickets;
Response time is between 2 to 5 business days;
You can purchase 10 (ten), 20 (twenty), or 50 (fifty) hours;
Price: €60.00/hour (plus VAT at the current legal rate).

2.3.The monthly subscription plan has the following characteristics:

2.3.1. This plan requires credit approval or the activation of the direct debit model, by sending an email to [email protected]

2.4. Below are the three options for unlimited access plans to our support services:

2.4.1. Basic Plan

- - - Guarantee of response time compliance for 2 (two) tickets per month;
    - Time for a first response between 5 (five) and 8 (eight) business days;
    - Ticket opening is only valid via email;
    - Only the SPOC (person designated in writing to Arxi) can open tickets;
    - Installation of third-party apps is not included in this plan;
    - Plan not valid for instances with customizations and access to Studio;
    - Clients with multi-company setups are not eligible for this plan;
    - Value: €75.00/month (plus VAT at the legal rate in effect);
    - Payment via direct debit.

2.4.2. Premium Plan

- - - Guarantee of compliance with the response time for 5 (five) tickets per month.
    - Time for a first response between 2 (two) and 5 (five) business days.
    - Ticket submission is valid via email or phone call.
    - Only two individuals previously designated in writing to Arxi can open tickets.
    - Plan not valid for instances with customizations and access to Studio;
    - Amount: €160.00/month (plus VAT at the current legal rate)
    - Payment by direct debit

2.4.3. Diamond Plan

- - - Guarantee of compliance with the response time for all tickets.
    - Time for a first response is between 4 (four) business hours and 2 (two) business days.
    - Limit of 5 open tickets simultaneously.
    - Ticket submission is valid via email, phone call.
    - Possibility to schedule a 30-minute meeting for clarification of doubts per month.
    - There may be 3 (three) individuals previously designated in writing to Arxi with permission to open tickets.
    - Possibility of creating explanatory videos to answer questions.
    - Amount: €300.00/month (plus VAT at the current legal rate)
    - Payment via direct debit

2.5. Urgency Fee

2.5.1. The urgency fee is set at €100 (plus VAT at the applicable legal rate) and is applied per ticket.

2.5.2. The application of the urgency fee does not alter the priority assigned by Odoo S.A. to bugs in the core platform.

2.5.3. For the purposes of classifying a request as urgent, the indication “URGENT” must be included in the subject line of the email sent to the account manager.

2.5.4. The urgency fee is invoiced prior to the opening of the request, and its request must be made to the respective account manager.

3. Service Level:

3.1. Arxi is committed to providing the necessary support for the operational continuity of its clients. Each occurrence is classified according to its impact on the workflow, with defined response & resolution times to ensure service predictability.

3.2. Arxi commits to starting the handling of any occurrence within 24 working hours after it is registered on the support portal or after a response from the client via phone or email.

3.3. Non-Priority Tickets - Resolution within 5 working days

Definition: Occurrences that do not compromise functionalities or the immediate use of the systems.

Examples include:

Aesthetic changes to templates and views without official impact on documents
Configuration of email signatures
Configuration of equipment when alternatives are available
Updates and/or installations of software, hardware, or networks that are not urgent
Creation & configuration of non-urgent email accounts

Follow-up: An update email will be sent every 48 hours until resolution. In case of deadline non-compliance, the client will be contacted to explain the reason & communicate the ongoing actions.

3.3. Low Priority Tickets - Resolution within 3 working days

Definition: Bugs or errors that affect functionality but for which there are alternative solutions.

Examples include:

Problems in software configuration
Errors in non-essential applications for the workflow
Errors in imports that are not urgent
Configuration and/or creation of accounts necessary for the workflow (Odoo users, login credentials, redirects, locks, and password changes)
Requests for document configuration for validation

Follow-up: An update email will be sent every 48 hours until resolution. In case of deadline non-compliance, the client will be contacted to explain the reason & communicate the ongoing actions.

3.4. High Priority Tickets - Resolution within 2 working days

Definition: Bugs or errors that prevent or significantly limit normal production.

Examples include:

Inability to print documents in Odoo for presentation to clients
Problems or bugs in certification
Partial or total loss of access to applications

Follow-up: In case of deadline non-compliance, proactive contact will be made to explain the reason and communicate the ongoing resolution actions.

3.5. Urgent Tickets - Resolution within 4 working hours

Definition: Critical failures that directly compromise operational continuity and have no viable alternatives.

Examples include:

Total loss of access to Odoo
Inability to issue or validate invoices
Errors whose only resolution involves rolling back to a previous backup
Inoperable servers (email, NAS, backups, etc.)

Follow-up: If it is not possible to guarantee the agreed deadline, prior contact will be made to explain the reason & communicate the ongoing emergency actions.

3.6. Quick Resolution Tickets - Resolution within 4 working hours

Definition: Situations requiring immediate diagnosis & easy resolution, identified as such at the time of registration or initial triage.

Procedure: These occurrences are treated swiftly to minimise any impact on the client's operation.

4. Inclusions:

4.1. The service continuity plans include the following tasks:

Clarification of functional doubts;
Clarification of post-warranty doubts (without commitment to correcting errors outside the warranty);
Configurations and system parameterizations allowed by Odoo (general definitions and configurations);
Maintenance of client-specific developments within the 30-day warranty period;
Support in using and navigating existing modules;
Support in configuring users, permissions, and access rules;
Adjustments in sequences and document nomenclatures (e.g., invoices, orders, notes);
Creation and management of filters, favorites, and custom views;
Support in managing basic workflows;
Parameterization of emails and automatic notifications based on Odoo;
Clarification of error messages and support in identifying causes;
Creation and management of groups and visibility rules (as long as there is no customization);
Installation of standard modules available in the official Odoo repository, with basic configuration;
Clarification on best practices for using the system, within standard functionalities;
Analysis of basic logs for triaging recurring problems;
Support for registering error tickets with Odoo S.A., when applicable.

4.2. The following tasks are expressly excluded from the service continuity plans [1]:

Hardware;
Custom developments;
Travel;
Functional and Technical Training;
Demonstrations of new applications;
Requirements Analysis and identification of new needs;
Platform integration;
Database migration;
Digital marketing campaigns/ Marketing Automation;
Web design;
Consulting and process review;
Support in data imports;
Application installation.

4.3. Changes by Odoo S.A. or third parties may impact customized developments, and ARXI is not obligated to ensure full compatibility without additional costs.

5. Specificities, Bugs, and System Updates

5.1. Definition of Bug

A bug is a term used in the field of software development to describe a flaw or error in the code of a program or software application that causes unexpected or incorrect behaviours and results, preventing the proper functioning of the application. The process of bug fixing involves the identification, analysis, and resolution of the problem, in order to restore the correct operation of the system. The responsibility for correcting any faults in the Software, Extra Module, or third-party App (Odoo Apps Store) is assigned and ensured by its owner.

5.2. Framing

ARXI, as an Odoo partner, has established the following premises for the allocation of warranty requests based on their classification as BUGs, also determining whether the time spent by the team is chargeable or not.

5.3. Bugs and updates ODOO

For the enterprise version, reported errors identified as a core Odoo error will be reported to Odoo SA and will await resolution by the technical team at Odoo SA. The handling of these errors will not be charged to the client if they are addressed by the technical team at Odoo SA. The client has the option to open a request directly to Odoo through the support page at www.odoo.com/help.

5.3.1. If the client wishes for a resolution from ARXI, it will be charged according to the active support contract.

5.3.2. For the community version, bugs related to it may be resolved by ARXI if the client approves, with the cost deducted from support in accordance with the time spent on the resolution.

5.3.3. Odoo, on its own initiative, regularly updates the system. These updates may impact the client's custom development. For error resolutions arising from this reality, support is provided under the active contract (charged according to the current pricing).

6. Studio and Odoo.SH

Any changes made directly by the customer may void warranties and incur additional costs.

7. Definition of customization

7.1. A directory of source code files, or a set of Python-based customizations created in a database (for example, with Odoo Studio), that adds features or alters the default behavior of the Software.

8. Accountability

8.1. It is the Client's responsibility to verify and validate the updated database in order to detect bugs, analyze the impact of changes, and new functionalities implemented.

8.2. To ensure agile support for a database with development or customizations, a separate maintenance contract must be active. If it is not active, it may be covered by a prepaid technical support service, charged at the current technical service rate, and will be billed according to the contracted conditions.

8.3. If it is unclear whether a request is covered by this agreement, the decision is at the discretion of Arxi.

8.4. In situations where changes are made in Odoo.SH, Arxi is not responsible for them.

9. Service requests and records

9.1. The service hours and availability:

Business days from 9:00 AM to 1:00 PM, from 2:00 PM to 6:00 PM;
The customer can contact the TechCore team through the channels of the purchased contract;
Email: [email protected];
Mobile: +351 244 250 000 (call cost determined by your operator);

9.2. E-mail:

Provide as much information as possible, including the URL of the page where the report originated in Odoo;
You can attach files, images;
Do not CC anyone in the email so that it can be processed.

9.3. Phone:

If your active service continuity plan has this option.

9.4. Service records:

The record of the support provided is accounted for in minimum periods of 30 minutes (1 unit).
Any support provided outside the hours stated above (09:00–18:00), or during previously communicated vacation periods, will be recorded and billed in minimum increments of 1 hour and 30 minutes (1 unit).
Upon closing the ticket, prepaid continuity plans will reflect the time used for its resolution.
The client has 48 business hours to request clarifications regarding the time record and its categorization. Otherwise, it will be assumed by Arxi that the client accepts the submitted record, and no further complaints will be accepted.

10. Categorization and billing

10.1. It is the responsibility of ARXI to categorize the support requests received from the client, and therefore to determine whether to allocate the request to a plan for the continuity of functional and/or technical services, a maintenance contract, or under warranty.

10.2. In the event of disagreement from the client, the final decision rests with ARXI to bill for the records of the support provided, according to the requests made.

10.3. If the client does not report the disagreement within 48 hours, ARXI reserves the right not to address the request for clarification and correction.

11. Service Suspension

Failure to make payment according to the agreed conditions, or non-compliance with the premises stipulated here, is grounds for the suspension of the service continuity plan. Regularization automatically restores the service.

12. Termination of the contract

12.1. To cancel your support contract, you must notify Arxi with a 30-day notice period, via email with your intentions sent to our finance department by email [email protected].

12.2. Any changes to the plan, upgrade or downgrade, must be communicated to Arxi with a notice period of 30 days in advance, by email to the respective account manager.

13. Law and Dispute Resolution

13.1. This term is subject to Portuguese Law.
13.2. For the resolution of any disputes arising from it, the Court of the District of Leiria shall have jurisdiction.

You can access the General Terms and Conditions and the Terms and Conditions of the Maintenance Plan Location at the links below: